Wired outdoor floodlight camera

[Rosy23]

Hi, I've just had a new outdoor floodlight camera fitted and I am having trouble connecting to live video. It is recording events but when I go live I get sound but no video, then a message pops up to say "Live video unavailable. The camera may be unreachable or saving battery".  Also, sometimes the videos in history aren't available and it's asks me to try later.  Can anyone help?

[Rgtwng]

Same problem. I removed, factory reset, re set it up and it worked for about 1 day and did it again. It is connected to wifi (separated my 2.4ghz channel) as I can see it on my router. It records live video, sends notifications, but acts like it isn't connected. My nest doorbell battery is doing the same thing. 

I have 5 other nest cams (older gen) that don't do this and I have 3 nest protects. 

[Juni]

HI folks,

Thanks for reaching out — let’s see what’s going on. Are you both on iPhone or Android? Make sure you are on the most updated OS for the phone, and also make sure you have the newest version of the Google Home app.  You can confirm this by going to the App Store or Play Store and search for the app. If it says "OPEN," then you have the newest version. If you are not, it will say "UPDATE," and you can do the update. If that fails, maybe try it on another family member's phone or tablet and see if you get the live image. 

Keep me posted.

Regards,

Juni

[Rosy23]

Hi Juni

My phone and app are both up to date.

Any suggestions would be great, I used to have one Ring camera in my kitchen window which I never had a problem with and I hope I don't regret going over to Google Nest. 

Being able to access the live and recorded is very patchy. I also have the time recorded set to the maximum of 3 minutes but it doesn't record for that long despite movement happening.

Any suggestions you have would be most appreciated!

Many thanks, Rosy 

[Juni]

Hi Rosy23,

Understood. Could you all try adjusting the video quality settings and observe if it will make a difference. Check out the steps below:

1. Open the Home app .
2. Touch and hold your device's tile.
3. At the top right, tap Settings .
4. Choose Video.
5. Under “Video quality,” choose Max or High.
6. High settings use less bandwidth.
7. Max settings uses more bandwidth.

Important: If the camera encounters bandwidth issues and video starts to buffer, it automatically adjusts downwards slightly to prevent the camera to disconnect and it automatically adjusts and will automatically adjust its resolution and compression according to how much bandwidth is available.

Thanks,

Juni

[janthadeus]

Hey there,
 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Thanks for your help here, Juni!

Best,

JT

[Rosy23]

Hi Juni

Sorry, had a busy week. I tried the video quality and it's already on high rather than max. Are my issues down to my broadband?  I don't have fibre, there isn't any available to me yet.

It's so annoying that I've spent so much on two cameras, the floodlight one I can't get live video with,  sometimes can't even see recorded video and it doesn't record full events 😒

[Juni]

Hi Rosy23,

Thanks for the additional information that you shared. Try to factory reset your Nest cameras. This erases all your personalized settings, deletes the entire video history, and restores the factory default settings. It won’t automatically reconnect to WI-Fi, and you’ll need to set it up again.

Check out this link for more information.

Regards,

Juni

[Juni]

Hi there,

I just wanted to follow up if you were able to try the steps provided. Please let us know, as we would be happy to answer any questions you may have.
 

Thanks,

Juni

[Rosy23]

Hi, yes I did that and it worked fine Sunday and Monday, but the Home app had an update this morning and now I can't get live video back! It's recording, but live video is almost impossible. I'm beginning to wonder if I have a faulty camera now. I was hoping to add a couple of screenshots, but there doesn't appear to be an option for this.

[Juni]

Hi Rosy23,

Thanks for the additional info you've shared. We'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

Best,

Juni

[Rosy23]

Hi Juni

I have completed and submitted the form.

Many thanks, Rosy 

[Princesss]

Hi Rosy,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Princesss]

Hi Rosy,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess